FAQ
How can I contact your team?
Our customer care team is happy to help with any questions about your order, delivery, returns, payments or our products.
You can reach us through any of the following methods:
Email: support@josephine-london.com
Phone: +44 7473 963828
Contact Form: You can also send us a message through our Contact Us page.
Our customer service team is available:
Monday to Friday: 9:00 AM – 6:00 PM (UK time)
Saturday & Sunday: Closed
If you're contacting us about an existing order, please include your order number so our team can assist you as quickly as possible.
Can I cancel my order?
Yes. You may request to cancel your order within 24 hours of placing it.
To request a cancellation, please contact us at support@josephine-london.com as soon as possible and include your order number.
Cancellation requests submitted within the 24-hour cancellation period will be reviewed by our customer care team.
After this 24-hour period, your order may already have entered our processing or fulfilment system, and cancellation can no longer be guaranteed.
If your order has already been dispatched or delivered, you may still be able to request a return in accordance with our Return & Refund Policy.
When can I expect my order to arrive?
We aim to process and deliver your order as efficiently as possible.
Orders are generally prepared and processed within 1–3 business days, Monday through Friday.
After processing, your order will be dispatched from our international fulfilment facility and handed over to the appropriate shipping carrier.
Our estimated total delivery time is approximately 5–9 business days, including processing and transit time.
Once your order has been shipped and tracking information becomes available, you'll be able to follow the progress of your delivery.
Please keep in mind that delivery estimates are not guaranteed. Delays can occasionally occur due to circumstances outside our control, including customs processing, carrier delays, UK public holidays, severe weather or periods of unusually high order volume.
Business days do not include weekends or UK public holidays.
For additional information, please see our Shipping Policy.
How will I receive my refund?
Once your returned item reaches our designated returns facility, it will be inspected to make sure it meets the conditions outlined in our Return & Refund Policy.
We aim to inspect and process eligible returns within approximately 2–4 business days after receiving them.
Once your return has been approved, your refund will be issued to the original payment method used to place your order.
After we issue your refund, it will generally take approximately 3–5 business days for the funds to appear in your account. The exact timing depends on your bank, credit card provider or payment processor.
Please note that your financial institution may require additional processing time that is outside our control.
Where permitted by applicable law and as explained in our Return & Refund Policy, deductions may apply in certain circumstances. This does not affect your statutory rights, including your rights in relation to faulty, damaged or incorrectly supplied goods.
If more than 15 business days have passed since we confirmed approval of your refund and you still haven't received it, please contact us at support@josephine-london.com.
Which payment methods can I use?
Josephine London offers a selection of secure and convenient payment methods.
Depending on availability at checkout, accepted payment methods may include:
- American Express
- Visa
- Mastercard
- Apple Pay
- Google Pay
- Maestro
- Shop Pay
The payment options currently available for your order will be displayed during checkout.
Please note that certain payment methods may vary depending on your location, device, currency or payment provider.
Payments are securely processed through our payment providers, and Josephine London does not directly store your complete credit or debit card information.
After your payment has been successfully completed, an order confirmation will be sent to the email address you provided during checkout.
For more information, please visit our Payment Methods page.
Can I exchange an item from my order?
Yes. If you ordered the wrong size or colour, or would prefer another item, please contact our customer care team at support@josephine-london.com.
Include your order number and let us know which item, colour or size you would prefer.
To qualify for a return or exchange, products must generally be:
- Unworn
- Unused
- Unwashed
- Unaltered
- In their original condition
- Returned with their original tags, packaging, liners and accessories where applicable
Items showing signs of wear, washing, use, alteration or damage may not be accepted, subject to your applicable statutory rights.
The quickest way to receive another size, colour or product is generally to return your original item according to our return instructions and place a separate order for the replacement item.
Please do not send an item back before contacting us. Our customer care team will first review your request and provide you with the appropriate return instructions and return destination.
Customers are responsible for applicable return shipping and customs costs for exchanges or change-of-mind returns, except where otherwise required by applicable law.
For complete information regarding eligibility, return shipping, fees and refunds, please review our Return & Refund Policy.